25 - 28 February, 2020 | The STAR Gold Coast, Queensland, QLD
David Daley, General Manager Member Engagement at ESS Super

David Daley


General Manager Member Engagement
ESS Super

Check out the incredible speaker line-up to see who will be joining David.

Download The Latest Agenda

Conference Day One: Thursday, 27 February 2020

Thursday, February 27th, 2020


4:05 PM Drop the Mic: Death of the Contact Centre: What Will the Future of Contact Centres Be in 2030 and How Do We Prepare?

Is the contact centre dying?

Our senior panellists will go head to head as they discuss the role of contact centres today and whether they believe this department will soon be outdated.

This panel will look at how business leaders today can influence their overall frameworks to innovate, collaborate and build a proper customer experience structure for team members.

How we can challenge and motivate our managers to instigate the right level of change in the wake of increasing automation and new digital services? 

  • Shifting our teams to go from resolving customer issues to resolving internal operational change 
  • Rebranding the contact centre of tomorrow: How far do we have to go?
  • Focusing on the customer: how to monitor and ensure customer trust for competitive advantage

Panellists: